Refund policy

Returns and Refunds

Short version: if something is wrong, we fix it, and you will almost never need to ship anything back to us.

If it arrives damaged, faulty, or it is the wrong item

Email support@chillpawpets.com within 14 days of delivery with your order number and a photo. We will send a free replacement or refund you in full, whichever you prefer. Keep the original: do not mail it back, and please do not throw it out until we have confirmed, in case we need one more photo.

If your pet will not use it, or you ordered the wrong size

Tell us within 30 days of delivery and choose either:

A different size, free. We ship the replacement and you keep the first one.
A full refund. No return label, no return postage, no restocking fee.

Our gear ships from our fulfillment partner overseas, so mailing an item back would cost more than the item is worth and it would simply be discarded at the other end. Rather than send it to us, please pass it on to a friend, a neighbour, or your local animal shelter. A shelter dog gets a cool place to lie down and nothing ends up in a landfill.

If your order never arrives

If tracking has not moved in 20 business days, email us. We will refund you or send a fresh one, your choice, with no argument and no waiting it out.

Cancelling an order

Message us within a few hours of ordering and we can almost always stop it before the warehouse picks it. Once it ships, it becomes a return under the rules above.

The details

Refunds go back to your original payment method, usually within 5 to 10 business days of approval.
The 30-day window runs from the delivery date on your tracking, not the day you ordered.
If a parcel is returned to the carrier because of an incorrect address, we will reship once at no charge. After that we would have to charge shipping again.
We may decline repeat claims from the same customer where there is a clear pattern.